Your account has been locked for security purposes

#1

Ok so to start let me state that we have been authorized to have two selling accounts. I have been selling on this platform for years. Thank God or I wouldn’t be able to access these forums and post this. Both my selling accounts are also Prime members as I purchase business supplies and such for each business. The issue started this morning with my other account. I placed a rather large order on Amazon 2 days ago for my business under that account. I received a phone call yesterday to verify the order. I verified the order and that was it. Later on in the day it states that my credit card needs to be updated at they could not process the order. There was nothing to update so I added another card that is the backup one for that business. Then this morning I cannot log into the account and get this message:

Your account has been locked for security purposes.

I check my email and this is the message that I received in the email:

Hello,

We have removed your access to this account because the billing details for your visa ending in XX did not match the details on file with the card issuer. You will not be able to access your account or place orders with us until we confirm your information.

You can help us resolve this issue by replying to this message with the billing name, address, and phone number that you registered to your card. Please be sure to reply from the email address that you registered to your Amazon.com account.

If you have recently moved, you may need to update your information with the card issuer before you reply to this message.

To protect your information, we restrict access to your billing details to a team of account specialists. Our Customer Service team cannot access these details or share more information about this issue. They can only verify that we sent this request.

We ask that you not open new accounts because any order that you place may be delayed.

Sincerely,

Account Specialist
http://www.amazon.com

I double check everything and find that when I added the card it was under my wife’s name not mine (wife and I are partners and we both are on all accounts). Anyway, long story short, the only thing that I can think of is the name didn’t match. Address, phone number and everything else should. I replied to the email answering all the information and letting them know that I made a mistake on the first name on the card and that it is XXXXX. Haven’t heard anything back. I called and got transferred to quite a few people until finally this lady was able to see the issue and she said the only thing that she can do is send in another request. She stated that it would take around 24 hours to hear back.

I have orders to fulfill, tracking numbers to update, customer emails to answer etc. etc. etc.

So frustrating. I was wondering if anyone has another route that maybe they took to expedite this matter.

Edited by: WholesaleSelling on Jan 19, 2017 7:27 AM

#2

Thank you. I will do that. The email address that the notice was received from was “”"address-verification@amazon.com""".

Edited by: WholesaleSelling on Jan 19, 2017 7:58 AM

#3

I’ve seen posts in recent threads about similar issues that mention these e-mail addresses for Account Security problems:

account-confirmation@amazon.com

account-update@amazon.com

There have been several other recent posts in suspension threads that included reproductions of the notices that suspended sellers have received; there seems to be a common denominator in them of this team’s e-mail address:

payments-funds@amazon.com

In your situation, I’d be sorely tempted to cc: them all with a short, succinct explanation of circumstances - and I’d probably also cc: the ERT (jeff@amazon.com). Can’t say whether or not this will help, but it might be worthwhile to try. Good luck!

#4

You’re very welcome. I’d of course include that address as well (which I hadn’t seen before, and will now add to my list of Amazon e-mail addresses - one never knows when one might come in handy).

#5

Here we go again. Same exact issue but now it is Amazon Fresh and the email is address-verification@fresh.amazon.com.

I have never ordered anything from Amazon Fresh and when I went to the website and put my zip code in it stated that it was not available in my account.

This is sooooooooo frustrating. Been on the phone for over 3 hours today. No rep knows what is going on and they all go back to the "reset password" solution.

I AM SICK OF THIS…

#6

This is getting ridiculous. Bots Gone Wild, I suspect. How did you finally resolve the original snafu?

#7

I emailed all the emails that you gave to me as well as Jeff. I literally emailed them every single hour the same email.

Finally someone that knew what they where doing called me and resolved it in 30 seconds.

Guess they where tired of the spamming.

Best part is I am being told that every time I submit an email or case they will contact me back within 48 hours. I have a cancellation request that came through yesterday. How the heck am I supposed to cancel my customer’s order? I am supposed to ship about 7 orders today. How the heck am I supposed to do that. So here is the deal. Because Amazon FRESH (that I have never ordered from and never setup an account) can not verify my address for an order EVERYTHING related to my selling account is shut down and locked out. 100% positive feedback, been selling for YEARS, am eligible for Amazon lending but yet FRESH can not verify my address.

Rep I talked to yesterday stated that she would mark my account as can not log in so seller could not help customers and she stated that should be all it takes for the metrics team to override the metrics. YA RIGHT. Like they are going to help me alter my metrics.

I am SOOOOOOO frustrated. You have no idea. Additionally, even if I wanted to order from Amazon Fresh I couldn’t because it is not available in my area. SOOOO REDICULOUS.

Sorry been steaming about this all day for the last two days.

#8

At this point, I think I’d take another of the “nuclear options” (method of Last Resort) by contacting the forum mods. I see super-mod SusanH has had to lock a duplicate thread today posted by a seller from Moldova, so I think I’d send her an e-mail and see if she can help expedite this, which is negatively affecting both you and Amazon customers.

#9

Just received an A-Z claim and I can not reply to the A-Z claim. Every time I attempt through email is bounces back. It is amazing. Way to ruin my account because Amazon Fresh thinks I placed an order.

#10

I just sent her a message on here. Hopefully she will help. This is just out of control. It’s one thing to take security measures seriously in order to ensure that the environment that buyers are using is safe and its another to shut down a business completely for days on end that has only down right by Amazon customers and has better ratings then Amazon does itself. I digress though. Not my playground. I’m just here enjoying it.

#11

Hello WholesaleSelling,

Thanks for your post.

The issue is not with your selling account, but with the retail account. You need to contact Customer Service and make them understand that you did not place the Amazon Fresh order. Tell them you cannot provide the requested information, because that credit card ending in 44 does not belong to you.

They asked you for:
To resolve this issue, please send the information below to our secure fax line:

  • A copy of your statement for your Visa ending in 44, including the billing address.
  • Your name, phone number, and the email address registered to your Amazon account.

If the card is not yours, I would respond to the secure fax line, unemotionally, but stating it does not belong to you and asking them to please remove the hold on your retail account, which will give you access again to your selling account. You may want to send them a copy of the statement for the credit card that IS associated with your account, that shows your billing address. Also, provide your name, phone number and the email address associated with the Amazon account that you are having this issue with.

I hope this helps.

-Susan

#12

Thank you Susan. I have done this and have heard nothing for more than 24 hours. Additionally, the customer service reps can not see this issue in the account and they continually tell me that there is nothing that is blocking me on my account from logging in. They state that this must be because I do not know my password and they continually state that they would like to reset the password.

In fact in the email that I have received from: address-verification@fresh.amazon.com it states:

“”"""Our Customer Service team can confirm that we sent this email, but they
cannot view your fax or share more information about this issue.

You can expect a response from us within 24 hours of sending your fax.""""""

So basically only one department takes care of this and they are the only ones that can help and yet they fail to respond within 24 hours.

#13

Wasted another hour on the phone. Don’t think that it is possible to “”“make them understand”"". I just keep getting the run around. No one can help me. I now have a customer that has asked to cancel his order three times. This is absolutely insanity. Well over 24 hours and no response.

I can’t even place a Fresh order. I am in Florida and they do not offer that here. When I go to their site it says enter your zip code and then says sorry we don’t have service there or something like that. It wont even let me shop.

#14

Hello WholesaleSelling,

I’m sorry you are having so much trouble with this issue.

I am going to take another look to see if I can help the process along.

-Susan

#15

What a nightmare you are experiencing. Have you tried the password reset route? Because maybe someone hacked your account and placed an Amazon Fresh order in another state? I know that this will not get your account unstuck but it might prevent further damage.

When you regain access immediately check your bank information.

Change the password in your other account, too.

#16

I would greatly appreciate this. I have been attempting to get this resolved for 2 days now. I have multiple cancellation requests because I can not ship my items and there are multiple emails that I can not answer. I have worked so hard on my account and I am so frustrated that it is now ruined all because some retarded Amazon fresh order WHEN I AM IN FLORIDA AND THEY DON’T EVEN HAVE AMAZON FRESH HERE…

#17

Just spent anther hour and a half on the phone. Another case made with yet another Amazon rep that has no clue what the issue is.

I can not believe that after 48 hours I can not get one email back, one answer or resolution. This is the second time this has happened.

Additionally, my account is now going to be ruined all because some crazy Amazon Fresh order that I can not even place.

Amazing.

#18

Have tried it about 12 times. Amazon reps will make you reset password because they thing that is what the issue it. There are no charges on my bank account or credit card. Definitely wasn’t hacked.

This is the second time this has happened. It’s like the bots are picking up on the name on the card.

My wife and I both have our names on the credit card for the business. The number is the same. The bots are just looking at the first name on the credit card and being that it doesn’t match they lock the account. What is weird is that its flawless for 6 months and then it charges. I guess that because they are updated the bot software?

I am just sick of how long and painful something like this is. They actually made me send them a copy of my credit card statement. I mean how crazy is this?

If I was just a buyer I would understand. Been on the platform for years with excess of 1mm a year in sales. Absolutely crazy.

#19

Just placed another phone call. It has been more than 24 hours and there has been no response.

Rep told me they would submit another request and I would hear back within 24 hours.

What happened to the first 24 hours?

#20

I really could use a mod’s help. I just received the first response from the address verification team:

Hello,

We encountered an issue with your account, and have removed your access to this account because the card issuer has refused to confirm your name and billing address for your VISA ending in 44. You will not be able to access your account or place orders with us until we verify your information.

To resolve this issue, please allow the card issuer to grant our request, or send the information below to our secure fax line:

– A copy of your statement for the payment card used, including the billing address
– The last two digits of the payment card
– Your name, phone number, and email address

You can find our fax number on the Amazon.com Help page:
https://www.amazon.com/help/addressverification

The card issuer is refusing to confirm the information BECAUSE THERE IS NO SALE. We never purchased anything. They probably think this is fraud.

Additionally, what does this have to do with my selling account. I have been locked out for day. Come on AMAZON. SOMEONE HELP!!!